We had to cancel our stay last minute due to a family emergency and immediately contacted both the owner and VRBO. Acknowledging that we were outside the cancellation policy, we inquired about rebooking for a future date with minimal penalty. The staff indicated that this might be possible and advised us to cancel the stay. However, I was unable to do so through the app and notified the host, who directed me to contact VRBO. VRBO confirmed they had emailed the host regarding the cancellation.When we later attempted to rebook, we were offered a 10% return client discount off the published price. Upon follow-up, the owner stated they had never received the cancellation. VRBO confirmed the email had been sent, but the staff did not acknowledge this. As a result, the stay was never officially canceled, and the owner lost the opportunity to rebook the property.While we understood the cancellation policy, the initial communication suggested some flexibility, which was not ultimately honored. Disappointing.